FAQs

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Have a query about ordering online, shipping and stuff like that? Head to our FAQ instead

Ordering

  • USA:

    You can order your products via:

    • Our online store at www.joolca.com
    • Over the phone on 1800 313 2421 during Sunday - Thursday between 2PM - 10PM PST (You'll be calling through to our Australian Office) 

     

    Australia:

    You can order your products via:

    • Our online store at www.joolca.com.au
    • Over the phone on 1300 669 500 during Monday - Friday between 9AM - 5PM AEST
    • Purchasing from one of our stockists on our stockist page.

     

    New Zealand:

    You can order your products via:

    • Our online store at www.joolca.co.nz
    • Over the phone on 9 887 9334 during Monday - Friday between  11am - 7pm NZDT
  • Sorry, we don't carry any stock at our HQ and our warehouses don't allow for customer pickups.

    We want to make your purchase as easy, comfortable and risk free as possible. This is why we have Free Shipping & Returns + 30 day money back guarantee. Use your product out in the field, and if you're not happy we'll send it back to us (for free) and refund your your money in full. 

    For our Australian customers, we do also sell through a retail network. Click here to find a stockist near you. Please give them a call beforehand to make sure they have the items in stock and on display before you visit them. 

  • We sell directly to the US, Australian & New Zealand public directly from our websites. Whilst our HQ is based in Melbourne, Australia we don't have any retail showrooms to view our products. 

    We ship directly to you from our 3 warehouses in Utah (USA), Melbourne (AUS) or Auckland (NZ).

    We want to make your purchase as easy, comfortable and risk free as possible. This is why we have Free Shipping & Returns + 30 day money back guarantee. Use your product out in the field, and if you're not happy we'll send it back to us (for free) and refund your your money in full. 

    For our Australian customers, we do also sell through a retail network. Click here to find a stockist near you. Please give them a call beforehand to make sure they have the items in stock and on display before you visit them. 

Shipping

  • USA:

    • We ship from our Salt Lake City, UT warehouse. Orders before 5.00 PM EST typically get shipped out the same day.
    • We ship with FedEx Home Delivery. 
    • Refer to the Transit map below for approx delivery times:

    Screen_Shot_2019-11-22_at_5.00.11_pm.png

     

    Australia:

    • We ship from our Melbourne warehouse. Orders before 9.30 AM AEST typically get shipped out the same day.
    • We ship with Australia Post. You can use their Delivery Time Calculator for a better estimate of shipping time. "From" Postcode is: 3029
    • As a rough guide, delivery is:
      • 2-4 Business days to metro areas on the East Cost
      • 2-3 Business days to Adelaide
      • 5 Business days to Perth/Darwin
      • Add 1-3 Business days for more rural areas in each state. 
    • Express Post will be overnight to most Capital Cities, and if you're rural, then you'll save a few business days (however it own't be overnight to Coober Pedy for example). 

     

    New Zealand:

    • We ship from our Auckland warehouse. Orders before 12.00 PM NZST typically get shipped out the same day.
    • We ship with Post Haste Couriers.
    • As a rough guide, delivery is:
      • 2 Business days to North Island
      • 3-5 Business days to South Island

     

  • Yes, we use eParcel for both normal and express shipping. Both of these methods allow us to send to a PO box.

    Because most likely your items won’t fit inside the PO box, the Post Office will leave a card in your PO box to let you know to collect the items inside.

     

  • We only offer Express Shipping for our Australian customers at an additional cost. You'll be able to choose the Express Shipping option on the checkout page.

    For our USA / NZ customers - no need to worry. We always try to get packages to you as quickly as possible.

  •  

    We offer free delivery within Australia for all orders, simple as that. Delivery is with eParcel.

Returns

  • Once we receive the returned item, we will refund your money via the same method you originally used to make payment. So if you originally paid via PayPal, it will be credited into your PayPal account.

  • We do! We’ll send you a return authorisation form, which means that you’ll just need to stick the RMA form onto your original box, and drop it off at any Post Office. They’ll take it off your hands and send it straight back to us, at no cost to you.

     

  • Yes! If you’re not happy, we’re not happy. We have a 100% money back guarantee, with no hidden costs and no costs to you. If you wanted to return an item (for any reason whatsoever) we’ll send you a reply-paid return slip to sent the item back to us for a full refund. We even encourage you to actually use and try the unit, up to 30 days, to see if it suits.

     

Warranty

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